As a Principal PM, you will define and own the strategic vision and multi-year roadmap for the Shipper Support Experience in the Amazon Shipping organization. This leader owns support end-to-end across three customer segments: prospective shippers evaluating Amazon Shipping, active shippers running daily operations, and recipients resolving delivery issues. The role's strategic thesis is to make support costs scale sublinearly with volume by eliminating contacts at their root cause, deflecting routine inquiries through self-service and AI, and equipping associates with tooling that resolves the remaining contacts in a single interaction. You will work closely with stakeholders from Support Operations, Partner Product Charters, Sales, and Operations Leadership to make support a strategic differentiator rather than a cost center on Amazon Shipping's path to profitability.
The ideal candidate has a strong background in customer support and contact center products (Paragon, Amazon Connect, Salesforce Service Cloud, Zendesk or Genesys), combined with a solid understanding of current technologies (GenAI agents, conversational AI, chatbots, APIs, mobile). S/he can develop and drive high-level strategic initiatives across a multi-year horizon, but also roll up their sleeves, dig into contact-driver data, and get the job done. Maturity, strong business judgment, ability to influence cross-functional and remote teams, a customer-centric and analytical mindset, and comfort operating at the intersection of product, operations, and finance are essential. This opportunity requires excellent product management, prioritization, and executive communication skills, as well as the ability to navigate ambiguity across three distinct customer segments and multiple support channels.
Key job responsibilities
- Define the strategic vision and own the long-term roadmap for the Shipper Support Experience across all three customer segments (pre-login leads, active shippers, recipients) and across all support surfaces (self-service, chatbot, live chat, phone, email, associate workbench)
- Own the contact reduction P&L: build the mechanism that ties support contacts per shipment to root causes in partner product charters (Onboarding, Digital Experience, Communications, Pickup Experience, Under the Roof, API/Account Configurations) and influence those teams to fix defects at the source
- Set the GenAI strategy for support: define the roadmap for AI-powered self-service, associate copilot, and predictive contact avoidance, working with engineering to integrate these into the broader ecosystem
- Define user stories and product requirements while contributing to the technical design of new support platform capabilities, self-service tooling, and associate tools
- Engage with stakeholders to prioritize features and drive go-to-market strategies while making appropriate trade-offs between deflection, resolution quality, associate productivity, and time-to-market
- Influence executive leadership across Amazon Shipping Product, Tech, and Operations on the multi-year investment case for support transformation; reframe the internal narrative from cost center to strategic differentiator
- Represent the Shipper Support Experience in leadership reviews, OP1/OP2 planning, and cross-Amazon forums where support strategy intersects with Retail, AWS, and other Amazon support organizations
- Display self-starter mentality and the ability to dive below the surface, working directly with contact-driver data to uncover the "so what" rather than just the symptoms
- Up to 10% travel (including periodic visits to Costa Rica and other support sites)
About the team
Join Amazon Shipping (SWA) to build the next $100B initiative. Shape the future of shipping as a part of a new, emerging business and solve the biggest customer pain points in the small parcel logistics industry globally.
It’s no secret that Amazon relies on its technology to deliver millions of packages every day to its customers – on time, with low cost. We, the Product and Technology organization, simplify complex software solutions that work across our shippers, vendors, and warehouses to optimize both time & cost of getting the packages delivered. Our services already handle thousands of requests per second, make business decisions impacting billions of dollars a year, integrate with a network of small and large shippers, operators and drivers worldwide, manage business rules for millions of unique products, and improve the ordering and delivery experience for millions of online shoppers. That said, this remains a fast-growing business and our technical journey has only started. Our mission is to build the most efficient and optimal shipping solution on the planet, using our technology and engineering muscle as our biggest advantage. We aim to leverage top technologies in big data and optimization techniques to operate high volume, low latency, and high availability services.
